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About the Role

The Senior Manager of Support Excellence owns the enablement infrastructure for Lyft's support operations, focusing on Knowledge Management, Quality, Learning & Performance, and Tooling Enablement. This role requires reimagining these functions to improve customer outcomes and accelerate Lyft's evolution into an AI-native, human-enhanced support organization. Reporting to the Director of Business Planning & Central Operations, this role leads a team of 4-6 direct reports and 40-50 indirects.

Responsibilities

Define and own an ambitious, integrated vision for Knowledge Management, Quality, Learning & Performance, and Tooling Enablement as a unified system.
Expand AI fluency across all portfolio functions, from knowledge structuring for AI retrieval to agent training for an AI-augmented workforce.
Define standards and OKRs grounded in best-in-class industry benchmarks and establish review cadences for accountability and growth.
Translate vision into execution, removing blockers, driving decisions, and maintaining a high bar for delivery.
Set the tempo for AI adoption, tooling evolution, and operational efficiency.
Address specific issues within knowledge governance, quality frameworks, or tool adoption while maintaining a strategic perspective.
Serve as the senior leadership partner to Operations, Product, and Technology on agent and AI empowerment.
Own the operational bridge between Product development and frontline implementation, ensuring successful change management and adoption.
Ensure quality measurement feeds reinforcement learning and continuous AI improvement through feedback loops.
Establish confidence in the team's impact through clear communication, executive presence, and consistent delivery.
Lead, develop, and retain a team of managers, fostering a unified standard across the portfolio.
Build a culture of craft, ambition, and accountability, emphasizing the critical role of content, standards, and tools in customer experience.

Requirements

8+ years in support, operations, or a related function.
At least 3 years managing multiple teams or functions.
A transformative leader with a clear point of view on AI-native support.
Proven ability to turn vision into execution across a multi-function portfolio with high accountability.
Strong cross-functional instincts to partner with Product, Engineering, and Operations.
Executive presence and communication skills to establish credibility.
Experience in customer support or contact center operations is a plus.

Skills

Knowledge Management
Quality Assurance
Learning & Performance
Tooling Enablement
AI Fluency
Cross-functional Leadership
Change Management
Executive Presence
Communication

Location

Toronto area
Hybrid

Work Type

Hybrid
In-office (at least 3 days per week)
Remote (up to 4 weeks per year)

Experience Level

Senior Manager
8+ years experience
3+ years management experience

Salary/Compensations

CAN $172,000 - $215,000

Benefits

Extended health and dental coverage options
Life insurance
Disability benefits
Mental health benefits
Family building benefits
Child care benefits
Pet benefits
Lyft funded Health Care Savings Account
RRSP plan with company match
Flexible paid time off policy (salaried team members)
15 days paid time off plus additional day per year of service (hourly team members)
18 weeks paid parental leave (top-up plan)
Subsidized commuter benefits
Lyft ride credits

About the Company

Lyft's purpose is to serve and connect.
Lyft's Customer Care Operations organization manages over 1.7 million monthly customer interactions and serves as the company's primary direct touchpoint with riders, drivers, and businesses.
Lyft is committed to creating an inclusive workforce that fosters belonging.
Lyft highly values having employees working in-office to foster a collaborative work environment and company culture.

Equal Opportunity

Lyft believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy.
Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process.